Premier Inn Freiburg City Süd hotel — Hotel in Freiburg im Breisgau

Booking reference: GANR56597/GANR55921. I booked a stay in Freiburg City Sued (10.06.2023-13.06.2023) through your official app. During my stay, I requested room cleaning and towel replacement, but when I returned to the hotel at night, no one came to clean the room, the trash was not cleared, and the towels were not replaced! There was also no "Do Not Disturb" sign hanging on my door while I was out. Furthermore, I discovered how dirty your bed mattress was only when I checked out! It was covered by pillows and bed sheets, so I didn't notice the issue earlier. Seeing it upon checkout was truly disgusting! I immediately emailed you upon returning to my home city, but I received no response whatsoever.

I checked in on June 10th and checked out on June 13th. During my stay at your Freiburg hotel, I had communicated with your front desk staff about cleaning the room. However, when I returned to the room in the evening, I found that the hotel had not sent anyone to clean the room at all! On the morning of the check-out day, I discovered stains on the bed that I couldn't determine whether they were bloodstains or other stains! Since I had an exam on the morning of the 13th and had difficulty communicating with your front desk staff, I immediately wrote an email to complain and communicate my concerns after leaving the hotel that day! However, your staff not only replied very late but also initially denied any wrongdoing on the part of your hotel! It was only after I sent the videos and photos I had taken at that time that your staff finally wrote a lengthy apology! If I hadn't kept all the photos and videos as evidence, you still wouldn't have admitted fault! I have already made a concession by allowing you to refund the room rate. But now your staff says they won't refund it? Is it your hotel's policy to let guests sleep on such dirty bed sheets? If you think you are not at fault and won't issue a refund, then I will continue to send these photos and videos to the health department and tourism management department of Freiburg and the state where Freiburg is located to file a complaint!

After seeing the photos and videos I sent you, you suddenly started apologizing incessantly? I want to make it clear once again that I do not accept your apologies! Please refund my money! Otherwise, I will involve the European Consumer Association and file complaints with the tourism and health departments of your city and state! You made your guests sleep on such unclean beds! I am making now is to request a...

I would love to give 5 stars, the hotel is new and well maintained. But there are a few points that just reduced my comfort level.

The air-conditioning didn't cool at all, it just heated up the room. I told this to the receptionist, but they just made a note to send someone up the next day. Next day nothing changed, not even sure if even some technician even came at all. We just stayed 2 nights so it wasn't worth to tell it a second time. Some employees are friendly, some behave annoyed, arrogant and treat guest not professional. Have you ever extended your stay at a hotel? I did. I booked an extra night on their website months in advance. Now, the weird thing: You have to check out and check in again for that the next day. This system can't handle two separate bookings under one name. I never experienced this anywhere else in the world. The double beds are pretty hard and narrow for two people. They have additional soft pillows in a draw in each room. The pillows in the draw were even harder. Rooms have their own safe, thats good, but they don't come with a refrigerator. At least you can ask for a glass of ice cubes at the lobby bar. The shampoo bottle in the shower was as good as empty when I checked in. It didn't get refilled during my stay.

Because of these not so tiny issues I have to...

1.Bathroom 5 Star - its very good for normal people... 2.Sleeping room 3 Stars - behind windows ist Train! very unpleasant view and its not little fridge in the room you cant put drinks in the fridge. 3.If you like go to Bar and buy just one Beer then you must pay 4,70 euro for 0.5 L ! For me and i think so, for more normal people Beer ist very expensive in this Hotel ! The same like breakfast 11.50 euro you must paying for breakfast every day for one people ( very simple - if you have family 4 person then you must paying for each one 11.50 euro for just breakfast! unbelievable !really not good ! I was in 71 Country in around the World's and this is the more expensive breakfast what I ever had!!! The same Beer, is the most expensive beer what I ever have buying by the Hotel Bär !!! People No parking for your cars!!!Amazing but is true, so big Hotel and only 4 Parking places! This hotel does not have a car park for more cars like 4 - if you have your Car, you must pay extra for parking , and parking in here ist too so expensive! Thats why only 3 stairs for...